Lead Workforce Management Product Manager

Wells Fargo Bank•Charlotte, NC

17h

About The Position

About this role: Wells Fargo is seeking a Lead Digital Product Manager to serve as the primary expert for workforce management product vision and design within the Workforce Optimization Product Team. This consultant will lead conversations with business partners to capture business problems and define features to assist in solving these opportunities. The role is pivotal in bridging the needs of business partners and product teams, ensuring that workforce management solutions are designed and refined to meet evolving business needs. Our mission is to drive innovation and optimization across our organization, and we are looking for a talented individual to join us in this exciting journey. Learn more about the career areas and lines of business at wellsfargojobs.com . In this role, you will: Review and analyze complex digital strategy for the Workforce Management Product Lead product discovery and problem identification sessions with business partners to capture workforce management product needs. Make decisions in the Workforce Management product strategy for requiring strong understanding of the business, policies, procedures and/or compliance requirements Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals by ensuring requirements are accurately documented and translated into actionable solutions. Lead the refinement of product features and enhancements based on business feedback and evolving needs. Maintain a deep understanding of workforce management structures, processes, and best practices. Collaborate with product team to drive strategic initiatives and continuous improvement in workforce management capabilities. Communicate regularly with stakeholders on completed and upcoming deliverables.. Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the enterprise with broad impact Act as key participant in large-scale planning Review and analyze complex digital strategy for product/functionality/experience area Influence digital strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors Make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements Lead a broad team of digital professionals to meet deliverables and drive new initiatives Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals Potentially lead projects, teams or serve as a peer mentor

Requirements

5+ years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

5+ years of experience in workforce optimization, product management, or consulting within a contact center, customer experience, or similar environment.
Strong understanding of workforce management structures, needs, functions, and processes.
Demonstrated expertise in workforce management systems, specifically Alvaria and Verint.
Experience in capturing business requirements and translating them into actionable solutions.
Experience with Agile practices and frameworks (e.g., Kanban, Scrum).
Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
Demonstrated experience with contact centers and contact center quality, performance, and workforce management programs.
Ability to maintain a customer-focused mentality through the end-to-end delivery strategic process.

Responsibilities

Review and analyze complex digital strategy for the Workforce Management Product Lead product discovery and problem identification sessions with business partners to capture workforce management product needs.
Make decisions in the Workforce Management product strategy for requiring strong understanding of the business, policies, procedures and/or compliance requirements
Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals by ensuring requirements are accurately documented and translated into actionable solutions.
Lead the refinement of product features and enhancements based on business feedback and evolving needs.
Maintain a deep understanding of workforce management structures, processes, and best practices.
Collaborate with product team to drive strategic initiatives and continuous improvement in workforce management capabilities.
Communicate regularly with stakeholders on completed and upcoming deliverables.
Lead the development and execution of complex digital business plans, programs and initiatives which have impact across the enterprise with broad impact
Act as key participant in large-scale planning
Review and analyze complex digital strategy for product/functionality/experience area
Influence digital strategy for the business line requiring in-depth evaluation of multiple factors including intangibles or unprecedented factors
Make decisions in digital strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements
Lead a broad team of digital professionals to meet deliverables and drive new initiatives
Strategically collaborate and consult with peers, colleagues and mid-level to senior managers to resolve issues and achieve goals
Potentially lead projects, teams or serve as a peer mentor